CX Professionals See Empathy As Important But Missing: Alida Survey

Exhibit 2: this Alida survey of CX professionals found that 91% believe empathy is important for creating CX improvements and 72% say it’s important for creating business value.  But just 30% said their organizations actually use empathy to build value and 36% think their organization agrees that it’s important.  Do you feel their pain?

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Consumers Want More Empathy Than They Get: Salesforce Report

May 11, 2022

Consumers agree there’s an empathy deficit: Salesforce reports that 73% expect companies to understand their unique needs but 56% say they’re treated as a number. Other tidbits: 88% say experience is as important as product or services; consumers are more comfortable sharing their data now than two years ago; and while 85% expect a consistent customer experience across departments, 60% say companies fail to deliver it. Download for more.

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Rokt Funding Grows Valuation to $2.4 Billion

December 6, 2022

We have a full pouch of stories about Australian companies but our Emerging Markets editor has threatened bodily harm if I poach them. I can sneak in Aussie-born ecommerce personalization vendor Rokt, because it’s now based in New York. They’ve completed a secondary funding at a valuation of $2.4 billion, one year after a $325 million Series E at $1.95 billion. Not bad in a down year for tech stocks.

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